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Contact centre buyer's guide

Searching for the Holy Grail

Published July 2017

How a company engages with customers is an important aspect of its marketing mix and the right approach will often increase sales and conversion rates as well as engender greater customer satisfaction and loyalty.

The emergence of new technologies as well as enhancements to existing ones have created an environment where customers have come to expect several touch points with an organisation. Customers no longer consider that a company’s contact centre sits separately to its phone system, its customer database, website and social media profiles. Many businesses now operate in a multi-connected world where these important touch points must blend and interact.

The Holy Grail is a customer experience that is smooth, engaging and positive, and at the same time one that delivers greater efficiencies and best use of resources to the business.